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公开(公告)号：US20160277576A1
公开(公告)日：2016-09-22
申请号：US14664363
申请日：2015-03-20
Applicant: Avaya Inc.
Inventor： Adrian Ryan , Dara Geary , William Meaney , Patrick Crowley , Edel Kelly
IPC: H04M3/51
Abstract: System and method to provide customer feedback in a telephone call between a customer and a contact center, the method comprising: monitoring an audio media stream from the customer in the telephone call, detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream, and assigning a feedback rating from the detected feedback code.
Abstract translation: 在客户和联络中心之间的电话呼叫中提供客户反馈的系统和方法，所述方法包括：在所述电话呼叫中监视来自所述客户的音频媒体流，检测所监视的双音多频（DTMF）反馈码 媒体流，以及从检测到的反馈代码分配反馈等级。
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公开(公告)号：US09705926B2
公开(公告)日：2017-07-11
申请号：US14823173
申请日：2015-08-11
Applicant: Avaya Inc.
Inventor： Ajita John , Seamus Hayes , John Rix , Adrian Ryan , Samuel Fisher , David Skiba
CPC classification number: G06F21/6245 , G06F21/6227 , H04L63/105 , H04L63/108 , H04L2463/101
Abstract: Media files are often tagged, such as by XML or other tagging paradigms, in order to indicate aspects of certain portions of the media file. Disclosed herein, security policy tagging is provided that supports a logically nested or hierarchical structure. Tags may be time- and/or event-altered, such as when a user who is denied access at one point in time may be granted access at a later point in time. The need to amend the security policy based upon the passage of time is reduced or eliminated as portions, or sub-portions, of a media file that may be selectively tagged with security tags may be presented or downloaded based upon the security policy. The a security policy may incorporate rules that change permissions upon the passage of time or the occurrence of an event, without requiring the modification of the presentation, the security tags of the presentation portion, or the security tag associated with a parent portion of the presentation or the presentation itself.
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公开(公告)号：US20170280099A1
公开(公告)日：2017-09-28
申请号：US15077720
申请日：2016-03-22
Applicant: Avaya Inc.
Inventor： Ajita John , Seamus Hayes , John Rix , Adrian Ryan , Samuel Fisher , David Skiba
CPC classification number: H04N7/155 , H04L12/1831 , H04L65/1089 , H04L65/403
Abstract: Methods and systems are provided for automatically generating expanded and derivative tags associated with digital content. The methods and systems provide multi-dimensional, layered tagging with stored audio/video conference contents, creating relationships and a tag network between links and nodes in a communication system.
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公开(公告)号：US20170048275A1
公开(公告)日：2017-02-16
申请号：US14823173
申请日：2015-08-11
Applicant: Avaya Inc.
Inventor： Ajita John , Seamus Hayes , John Rix , Adrian Ryan , Samuel Fisher , David Skiba
CPC classification number: G06F21/6245 , G06F21/6227 , H04L63/105 , H04L63/108 , H04L2463/101
Abstract: Media files are often tagged, such as by XML or other tagging paradigms, in order to indicate aspects of certain portions of the media file. Disclosed herein, security policy tagging is provided that supports a logically nested or hierarchical structure. Tags may be time- and/or event-altered, such as when a user who is denied access at one point in time may be granted access at a later point in time. The need to amend the security policy based upon the passage of time is reduced or eliminated as portions, or sub-portions, of a media file that may be selectively tagged with security tags may be presented or downloaded based upon the security policy. The a security policy may incorporate rules that change permissions upon the passage of time or the occurrence of an event, without requiring the modification of the presentation, the security tags of the presentation portion, or the security tag associated with a parent portion of the presentation or the presentation itself.
Abstract translation: 媒体文件通常被标记，例如通过XML或其他标记范例，以便指示媒体文件的某些部分的方面。 本文公开了提供支持逻辑嵌套或分层结构的安全策略标签。 标签可以是时间和/或事件改变的，例如当在一个时间点被拒绝访问的用户可以在稍后时间被授予访问权限时。 可以基于安全策略来呈现或下载可以基于安全策略来呈现或下载可以根据时间的流逝来修改安全策略的需要，因为可以选择性地标记有安全标签的媒体文件的部分或子部分可以被删除或消除。 安全策略可以包括在时间流逝或事件发生时改变权限的规则，而不需要修改呈现，呈现部分的安全标签或与呈现的父部分相关联的安全标签 或演示本身。
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公开(公告)号：US10306069B2
公开(公告)日：2019-05-28
申请号：US15952299
申请日：2018-04-13
Applicant: Avaya Inc.
Inventor： Gráinne Farrell , Adrian Ryan , Conor Tannian , Will Meaney
Abstract: A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, after the request is published for a publish time and an interrupt from a device associated with an opt-in user is not received the request is removed from being published and agents of the contact center are allowed to service the request.
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Patent Agency Ranking
公开(公告)号：US09774825B1
公开(公告)日：2017-09-26
申请号：US15077720
申请日：2016-03-22
Applicant: Avaya Inc.
Inventor： Ajita John , Seamus Hayes , John Rix , Adrian Ryan , Samuel Fisher , David Skiba
CPC classification number: H04N7/155 , H04L12/1831 , H04L65/1089 , H04L65/403
Abstract: Methods and systems are provided for automatically generating expanded and derivative tags associated with digital content. The methods and systems provide multi-dimensional, layered tagging with stored audio/video conference contents, creating relationships and a tag network between links and nodes in a communication system.
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公开(公告)号：US20170109351A1
公开(公告)日：2017-04-20
申请号：US14884974
申请日：2015-10-16
Applicant: Avaya Inc.
Inventor： Ajita John , Seamus Hayes , John Rix , Adrian Ryan , Samuel Fisher , David Skiba
IPC: G06F17/30
CPC classification number: G06F16/48 , G06F16/438
Abstract: Tagging media streams allows topics and other items of interest to be readily identified. As provided herein, stateful tags are provided, which comprise a value determined from a link to another data source, such as a calendar, inventory, accounting, project management, or other application. Media streams, such as audio/video confines, may be tagged with stateful tags to identify items of interest and comprise a value that is dynamically determined. Subsequent playback of the media streams allows the stateful tags to be presented as comprising a then-current or other value, which may have changed since the time of the media stream's creation.
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公开(公告)号：US10560577B2
公开(公告)日：2020-02-11
申请号：US14664363
申请日：2015-03-20
Applicant: Avaya Inc.
Inventor： Adrian Ryan , Dara Geary , William Meaney , Patrick Crowley , Edel Kelly
Abstract: System and method to provide customer feedback in a telephone call between a customer and a contact center, the method comprising: monitoring an audio media stream from the customer in the telephone call, detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream, and assigning a feedback rating from the detected feedback code.
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公开(公告)号：US20180270358A1
公开(公告)日：2018-09-20
申请号：US15952299
申请日：2018-04-13
Applicant: Avaya Inc.
Inventor： Gráinne Farrell , Adrian Ryan , Conor Tannian , Will Meaney
CPC classification number: H04M3/5238 , H04L67/22 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M2203/405
Abstract: A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, after the request is published for a publish time and an interrupt from a device associated with an opt-in user is not received the request is removed from being published and agents of the contact center are allowed to service the request.
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公开(公告)号：US09948783B1
公开(公告)日：2018-04-17
申请号：US15461526
申请日：2017-03-17
Applicant: Avaya Inc.
Inventor： Gráinne Farrell , Adrian Ryan , Conor Tannian , Will Meaney
CPC classification number: H04M3/5238 , H04L67/22 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04M2203/405
Abstract: A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published to a portal service while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, if the time that the request is published surpasses a threshold and an interrupt is not received then the request is removed from being published to the portal service and agents of the contact center are allowed to service the request.
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